Becton Dickinson Global Customer Service (GCS) operates a 24x7 worldwide support center that provides technical product and issues resolution support. GCS recently implemented the SalesForce Service Cloud and is seeking a Knowledge Management Program Manager to own and support our knowledge management transformation.The Program Manager would be responsible for optimizing the way in which the organization uses and manages client-facing and associate content using KM best practices. The suitable candidate will be experienced in KM principles and methodologies, motivating teams to contribute content, developing KM KPIs, and maintaining a vibrant source of technical knowledge for clients and associates. The Program Manager will optimize, manage, and distribute knowledge content utilizing various communication channels and the SalesForce platform.

Strategic Objectives

Partner with leadership and operational excellence to define a knowledge strategy and program framework for the GCS Service & Support organization to enhance support performance and customer engagement and interactions

Develop and manage comprehensive knowledge program to support the long term strategy

Design, develop, and lead KM processes, education, and change management

Key Responsibilities

This role owns and leads the implementation of KM principles within the GCS organization, in the context of providing enhanced customer experience and impacting call deflections.

Drive execution and culture change related to a KM strategy

Partner with leaders and key stakeholders to define and track key performance indicators for knowledge management initiatives, including a faster resolution to known issues

Identify and execute initiatives to continuously evolve the knowledge management approach based on industry best practice

This is an exciting project leadership position responsible for directing the activities related to the execution of new product development projects as well as sustaining engineering projects within BD UCC. The position will be required to interface with all project stakeholders at BD UCC, including stakeholders at multiple sites (e.g. regulatory affairs, quality assurance, labeling, etc.), to develop the appropriate timelines and ensure the assembled teams can successfully execute the assigned projects.

Job Description

This is an exciting project leadership position responsible for directing the activities related to the execution of new product development projects as well as sustaining engineering projects within BD UCC. The position will be required to interface with all project stakeholders at BD UCC, including stakeholders at multiple sites (e.g. regulatory affairs, quality assurance, labeling, etc.), to develop the appropriate timelines and ensure the assembled teams can successfully execute the assigned projects.

The Becton Dickinson Diagnostics Systems (BDDS) division is searching for a talented, career minded individual to help expand the support of the Business and Marketing Operations department to all global businesses and commercial regions at BDDS. In the role of Business and Marketing Operations Manager, the successful candidate will work across global and regional businesses, and functions, to help drive a sustainable increase in business performance at BDDS.

Leveraging existing business intelligence systems and tools, the successful candidate will engage cross-functionally in global business processes like: Sales, Inventory and Operations planning (SIOP), and Product Lifecycle Management (PLM), driving reliable product forecasting and supply, as well as improved portfolio health. Additionally, the candidate will be responsible for managing a small portfolio of key projects aimed at addressing critical challenges at various platforms or across global businesses. Furthermore, partnering with assigned global and regional marketers, the candidate will provide operational support in areas of product management. Lastly, the candidate will be responsible for managing one or several standard operating processes aimed at driving improved operational efficiency across Marketing and related functions, globally.

This is a perfect role for the analytical and process-minded strategic thinker looking to make a career switch into Marketing. The role provides endless opportunities for professional challenges of increasing responsibility, impacting business results on a daily basis. Given its mix of strategic and tactical engagements, the role has continuous high visibility to senior business and functional leadership, and can be a pivotal first step towards a successful accelerated career in marketing or general management.

The role reports to the Global Director for Business and Marketing Operations.
The position is based at BDDS offices in Sparks, MD

Job Description

Responsibilities:

In close collaboration with regional and global marketing, supply chain, and finance, supports the global SIOP process by driving improved demand forecasting and planning for assigned product portfolio, globally

Proactively delivers key business intelligence to marketing and platform leadership for timely decision making related to product health, product demand planning, or product continuity of supply

Collaborates with Supply Chain Planning, Procurement, Manufacturing Operations, and other functions to help enable product supply for assigned product portfolio

Supports the development and distribution of product supply related communications to global and regional, internal and external stakeholders

Participates in the global portfolio lifecycle management process, helping achieve new product activation, optimization, and discontinuation, as well as driving overall portfolio health

Drives the execution of several key high-priority projects of various scale and complexity

Responsible for deployment, adoption, and continuous improvement of key business and marketing operating processes, systems, and business intelligence tools, globally and cross-functionally

Helps improve marketing operational efficiency by providing product management and other tactical support to assigned global marketers or regional businesses

Key Competencies:

Strong critical thinking, analytical, and problem-solving skills

Excellent team-working skills

Great communication skills, written and verbal; ability to communicate effectively with team-members, higher level management, and key stakeholders, internal and external

Marketing Communications (MarCom) Operations (Ops) Specialist is responsible for the coordination of the copy approval process for internal and external communication projects and the day-to-day execution of MarCom operations coordinator responsibilities for the Medication Delivery Solutions (MDS) business unit, including but not limited to coordination, progression, certification and release of ad prom materials in digital routing system (and manual process, when necessary); coordination and facilitation of Promotional Review Committee (PRC) meetings; distribution of MarCom materials in key systems; and general literature management in accordance with MDS processes and systems.

Responsibilities:

The following duties and responsibilities are intended to be representative of the work performed by the incumbent(s) in this position and are not all-inclusive. The omission or addition of a specific duty or responsibility will not preclude it from the position.

May support MarCom team on tradeshow logistics as needed​ during planning and/or on-site

May support MarCom team on photoshoots as needed, assisting with management of supply closet, preparing supply lists, ordering supplies and packing for photoshoots, works with Medical Affairs or Clinical Marketing to secure on-set clinical support, provides on-site support at photoshoots, works with agencies to secure images and uploads to digital asset management system